Question

Account Suspended (Verify your Account) - Incredibly Awful Support Behavior

Hello,

I would like to point out that I am completely disgusted with the way DO support handles their customers.

Today I decided to reactivate my account after not using it for a long time.

Why? I really enjoyed the quality of service I got from DO when using my droplet = returning customer.

As soon as I logged in I was greeted by an “Account Locked” message stating that I should contact support. I did that and someone me that I should give them more information about my account in order to verify it. That sounded fair so I provided all the information I could.

After doing that I was expecting to get my account back and add my new payment credentials, but no…

Here is the next message I got from support:

=========================================================================

Hello

Thanks for getting back to us.

It seems that we did not hear from you for a long time, and we were also unable to charge your card.

This caused us to shutdown your account.

Can you give us some feedback on that and we continue

Regards Support

=========================================================================

I replied that my CC expired meanwhile and I got a new one from the bank. Although I don’t quite understand why this was even an issue, they should have simply disabled account if I don’t pay, we don’t have a contract that obliges me to continue paying for a certain amount of time. Still, I replied that I want to return to the service.

The reply that came simply disgusted me:

=========================================================================

Hello

Thanks for getting back to us.

What if you decide to leave again in the future and not pay the bill?

Regards Support

=========================================================================

And here is my final reply:

=========================================================================

Hello

Excuse me ?! Are you really asking me this question ? Do we have a contract that I don’t know of?

Look: First of all, I always paid the service WHEN I used it, get your facts right. Second of all, I don’t think this kind of attitude is appropriate for a company that wants to sell a service in the first place.

We had no contract that obliged me to continue paying the subscription for a certain amount of time = I can stop paying it when I wish.

This thread is already too big and I’m starting to get the feeling I need to convince you to let me use your service when I can just as well go to your competitors. It appears returning customers aren’t welcome with your service.

P.S: I will also make a forum post about this to let the community know about this kind of behavior from support.

Regards

=========================================================================

This is completely unaccepted support behavior and I really didn’t aspect this from DO, big disappointment…


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I don’t really understand how I owe somebody money when subscribing to something.

It is pretty simple, you pay and have access to the service, you don’t pay and your service is cut off. I had no contract that obliged me to continue paying DO money when not using the service.

You owed DigitalOcean money and ignored email reminders about past due invoices. What else did you expect?